Director of Client Experience

Team Builder Recruiting; Knoxville (TN); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Paid Time Off

Paid Holidays

401(k) Plan with Employer Match

Disability Insurance

Life Insurance

Free Telehealth for Employees and DepI

Mileage Reimbursement

Company-Provided Laptop & Cell Phone

Flexible Scheduling

Job summary

Team Builder Recruiting is helping an innovative home care provider seek a Director of Client Experience in Knoxville. You will lead a 10–12 member care management team, set clinical standards, and oversee the entire client journey from initial contact to ongoing services.

You'll champion a whole-person approach, drive program development, and collaborate with product teams to improve workflows and client outcomes, while mentoring staff and shaping organizational strategy.

Qualifications

• 5+ years in care management or geriatric care with an active RN license.
• 2+ years leading or supervising a clinical team.
• Strong clinical judgment and compassionate communication.

Responsibilities

• Lead and mentor a 10–12 person care management team to deliver exceptional client care.
• Set clinical standards for assessments, care plans, and clinical decision-making.
• Oversee the full client experience from intro through ongoing services and follow-up.
• Champion whole-person care addressing medical, emotional, social, and daily needs.
• Facilitate collaborative case discussions to guide complex client situations.
• Design and pilot innovative care models addressing real client needs.
• Collaborate with software product teams to improve care management through tech.
• Contribute to leadership planning and strategic decisions.

Skills

Leadership

Clinical judgment

Client advocacy

Program development

Team mentoring

Adaptability

Education

RN license

CCM certification

ALCA membership

Job description

Champion the needs of older adults and their families while leading a care management team that puts compassion, clinical excellence, and client advocacy at the heart of every decision.

Why You'll Love Working with Us

• Meaningful Impact: Make a lasting difference in the lives of older adults and their families through compassionate, personalized care and advocacy.
• Leadership Influence: Have a seat at the leadership table and help shape the future of client care and organizational growth.
• Innovative Opportunities: Help design and pilot new care models that address real client needs and improve the aging experience.
• Dedicated Team: Lead a compassionate care management team that takes pride in delivering exceptional service and whole-person support.
• Professional Autonomy: Enjoy the flexibility to manage your schedule, make meaningful decisions, and lead with confidence.

About Us

We provide comprehensive home care and care management services that help older adults and their families navigate every stage of the aging journey with confidence. Our compassionate, whole-person approach combines personalized care, client advocacy, and innovative technology to support the physical, emotional, and everyday needs of those we serve. We believe in doing whatever it takes, taking ownership of our work, serving others with heart, and working together to deliver an exceptional care experience.

What You'll Do as a Director of Client Experience

• Lead and mentor a team of 10-12 care management professionals, providing guidance, development, and support to help them deliver exceptional client care.
• Establish clinical standards for client assessments, individualized care plans, and sound clinical decision-making.
• Oversee the entire client experience, from the initial conversation and care planning through ongoing services and follow-up.
• Champion a whole-person approach to care that addresses clients' medical, emotional, social, and everyday needs.
• Facilitate collaborative case discussions that help care managers navigate complex client situations and develop thoughtful solutions.
• Design and pilot innovative care models that respond to real client needs while identifying potential challenges before implementation.
• Collaborate with the software product team to ensure technology supports effective care management and improves the client experience.
• Contribute to leadership team planning, performance measures, and strategic decisions that shape the organization's future.

Our Ideal Director of Client Experience

• Experienced Clinical Professional: 5+ years of experience in care management, case management, or geriatric care, along with an active RN license. Experience in home care or private care management, and CCM certification or Aging Life Care Association membership are preferred.
• Proven Team Leader: At least 2 years of experience leading or supervising a clinical team, with the ability to mentor and develop care management professionals.
• Skilled Client Advocate: Demonstrate strong clinical judgment and compassionate communication when supporting older adults, families, and individuals with complex care needs.
• Innovative Thinker: Bring experience or an interest in program development, quality improvement, or designing new approaches to care.
• Adaptable Professional: Be comfortable using technology, navigating evolving priorities, traveling locally, and meeting the physical demands of the role, including lifting up to 50 pounds as required.
• Servant-Hearted Leader: Lead with compassion, accountability, professionalism, and a commitment to doing whatever it takes to support clients, families, and fellow team members.

What We Offer Our Director of Client Experience

• Health Insurance
• Vision Insurance
• Paid Time Off
• Paid Holidays
• 401(k) Plan with Employer Match
• Disability Insurance
• Life Insurance
• Free Telehealth for Employees and Dependents
• Mileage Reimbursement
• Company-Provided Laptop & Cell Phone
• Flexible Scheduling